Customer Service Basics
What is the most important skill a call center agent should have?
Communication skills
What would you do if you didn’t know the answer to a customer’s question?
Apologize, assure them you'll find the information, and consult resources or a supervisor.
What does "First Call Resolution" (FCR) mean?
Resolving a customer's issue during their first call without follow-ups.
What would you do if a customer asked for a discount that isn’t available?
Politely explain the policy and offer alternatives if possible.
Describe a time you worked under pressure and how you managed it.
Provide an example demonstrating time management and focus.
How would you handle an angry customer?
Stay calm, listen actively, empathize, and offer a solution.
A customer calls complaining about being charged twice for an order. What’s your first step?
Verify the transaction details and apologize for the inconvenience.
Why is Average Handling Time (AHT) important?
It measures efficiency and impacts customer satisfaction.
How would you explain a policy change to a frustrated customer?
Be empathetic, clear, and focus on the benefits of the change.)
How do you stay motivated during repetitive tasks?
Break tasks into smaller goals, take breaks, and focus on the main important one.
Name two ways to build rapport with a customer over the phone.
Use the customer's name and match their tone.
How would you handle a technical issue while on a call with a customer?
Politely inform the customer, attempt troubleshooting, or escalate the issue.
What is the difference between inbound and outbound calls?
Inbound calls are received from customers, while outbound calls are initiated by the agent.
A customer wants to speak to your manager, but they are unavailable. What do you do?
Offer to assist them directly or schedule a callback from the manager.
Tell me about a time you turned a dissatisfied customer into a happy one.
Share a specific example with actions taken and the positive result.
Why is active listening important in a call center role?
It ensures accurate understanding and helps resolve issues effectively.
What steps would you take to de-escalate a tense situation?
Remain calm, listen, empathize, and offer actionable solutions.
What does "Customer Satisfaction Score" (CSAT) measure?
The customer’s satisfaction with the service provided.
How would you handle a language barrier with a customer?
Use simple language, speak slowly, or involve a translator if available.
How do you prioritize tasks during a busy day?
Use tools like a to-do list, focus on urgent tasks, and communicate with the team.
Give an example of excellent customer service you’ve experienced or provided.
Open answer
A customer asks for a refund but is outside the policy timeframe. How do you handle this?
Explain the policy respectfully, explore alternatives like store credit, or escalate if necessary.
How can you improve Net Promoter Score (NPS)?
Deliver excellent customer service and resolve issues efficiently.
What’s the best way to handle personal information shared by a customer?
Follow data privacy policies and ensure confidentiality.
Share an example of how you handled a mistake you made at work.
Explain the mistake, how you fixed it, and what you learned.